Job Description

Job Title: Customer Support Specialist (Zendesk)
Location: Remote in San Pedro Sula, Cort s, Honduras

Schedule: Monday - Friday from 8 am -5 pm

About the Role:


We are looking for a Support Specialist to join our team and provide first-class assistance to our users. In this role, you will be the first point of contact for customer inquiries received through our support email, which are automatically managed through our Zendesk ticketing system . You will ensure every request is tracked, prioritized, and resolved efficiently, maintaining a positive customer experience at all times.

Responsibilities:

• Monitor and manage incoming support requests through Zendesk.
• Respond to user inquiries in a clear, professional, and timely manner.
• Categorize, prioritize, and escalate tickets according to established workflows.
• Collaborate with internal teams (e.g., technical, product, operations) to resolve complex issues.
• Maintain accurate documentation within Zendesk, including resolution steps and follow-ups.
• Identify recurring issues and provide feedback to improve processes, knowledge base content, and product features.
• Ensure SLAs (Service Level Agreements) are consistently met.

Requirements:

• Previous experience in a customer support or service desk role.
• Familiarity with Zendesk or similar ticketing/support systems.
• Strong written and verbal English communication skills.
• Ability to manage multiple tickets simultaneously and prioritize effectively.
• Problem-solving mindset with attention to detail.
• Empathetic, patient, and customer-oriented attitude.
• (Nice to have) Experience creating support articles or FAQs.

Benefits

• Competitive Salary: Earn a competitive USD salary matching your skills and experience.
• Remote Work: Full-time remote position.
• Paid Time Off: Generous PTO to support work-life balance.
• Health Insurance: Subsidized private health insurance coverage.
• Annual Salary Reviews: Regular performance-based salary evaluations.
• Training: Paid training and certification opportunities.

Ready to leverage your puzzle-solving skills? Join our team today!

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